The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
This week we see the effect of Covid-19 on churn, make sure our Support experience is up to snuff, decide if we need to hire CS Ops, and shepherd our customers through their lifecycle.
Guy Marion of Brightback takes us through the different ways Covid-19 has affected the subscription industry, and what these changes will mean for retention as a focus.

 Support is often the biggest communication channel you have with your customers.  Melissa Rosen of Groove helps us discover and hone ten customer service KPI metrics to make sure that channel creates value and not a poor experience.

Cori Pearce of ChurnZero talks with Jason Conrad of Customer Imperative on if you need a CS ops role (hint, yes you do).

The expectations of modern consumers are rising. That’s why even the most traditional industries are shifting toward customer-centric philosophies.  Jesús Vivas of Froged has an example PDF framework for managing your customer's lifecycle.

In Other News:  Would you have fallen for this phone scam?